subject: client scheduling move from cares to … – rru standard days read access for 3 months....
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DEPARTMENT OF CHILDREN AND FAMILIES
Secretary Eloise Anderson
201 East Washington Avenue, Room G200 P.O. Box 8916
Madison, WI 53708-8916 Telephone: 608-266-8684
Fax: 608-261-6972 www.dcf.wisconsin.gov
State of Wisconsin
Governor Scott Walker
DEPARTMENT OF HEALTH SERVICES Secretary Dennis G.Smith
1 West Wilson Street
P.O. Box 7850 Madison, WI 53707-7850
Telephone: (608) 266-9622 FAX: (608) 266-7882
www.dhs.wisconsin.gov
TO: Income Maintenance Supervisors
Income Maintenance Lead Workers
Income Maintenance Staff
W-2 Agencies
Workforce Development Boards
Job Center Leads and Managers
Training Staff
Child Care Coordinators
FROM: Shawn Smith, Director
Bureau of Enrollment Policy & Systems Division of Health Care Access and Accountability
Janice Peters, Director Bureau of Working Families Division of Family and Economic Security
BEPS/DFES OPERATIONS MEMO
No: 12-57
DATE: 11/6/2012
FS MA BC+
SC CTS FSET
BC+ Basic BC+ CORE
CC W-2 EA
CF JAL JC
RAP WIA Other * EP
SUBJECT: Client Scheduling Move from CARES to CWW
CROSS REFERENCE: Process Help Chapter 1.8; Ops Memo 12-41, Team Management;
Please Note: Ops Memo 12-40, Client Scheduling Move from CARES to CARES Worker
Web (CWW) is now obsolete with the publishing of this memo.
EFFECTIVE DATE: November 12, 2012
PURPOSE:
This memo describes the implementation of the Client Scheduling (CS) project. The Client Scheduling project will move the client scheduling functions for appointment scheduling and calendar management from the CARES Mainframe to CARES Worker Web (CWW).
BACKGROUND:
Since January 2012, the Income Maintenance (IM) programs have been administered by the IM Consortia, MilES and Tribal IM agencies.
OM 12-57 Page 2 of 32
In both IM and W-2 agencies, client scheduling has become increasingly essential to the creation and maintenance of staff schedules and for management of customer appointments. With the implementation of Client Scheduling into CWW, agencies will have more accessibility to schedules and appointments within each agency, IM Consortia, W-2 agencies and teams/groups of workers.
IMPLEMENTATION/TRANSITION:
Client Scheduling functions will be moved to CWW over the weekend of November 9th. The system will be available to workers on November 12. Most appointments scheduled on or after November 9th, and standard days and slots assigned in the future will automatically transition from the mainframe to the new CWW system. Please see page 24, Communication Reminders, for a list of actions workers will have to take in order for their scheduled appointments and standard days to transition to the new system. Workers will continue to have query access to certain screens in the mainframe Client Scheduling subsystem.
The table below displays the mainframe screens that will become disabled or have query access after implementation.
SCREEN/DESCRIPTION AFTER IMPLEMENTATION
CSAA – List Available Appointments No access
CSAS – Schedule Individuals/Appointment Scheduler No access
CSCR – Client Registration Waiting List Read only access for 3 months.
CSDS – Maintain Daily Schedules Read only access for 3 months.
CSHS – View Scheduling History Read only access for 3 months.
CSMS – Maintain Monthly Schedules Read only access for 3 months.
CSNM - Appointment Name Match Read only access for 3 months.
CSNX – RRU Waiting List Read access for 3 months.
CSRD – RRU Standard Days Read access for 3 months.
CSRL – Receptionist Waiting List Read access for 3 months.
CSRM – Maintain Monthly Schedules RRU Read access for 3 months.
CSRR – Round Robin Unit Appointment List Read access for 3 months.
CSRS – Receptionist Check-In No access
CSSD – Worker Standard Days Read access for 3 months.
CSSL – Standard Day Listing Read access for 3 months.
CSUM – Round Robin Unit Maintenance Read access for 3 months.
CSWD – View Service Site Waiting List Read access for 3 months.
CSWL – Worker Waiting List Read access for 3 months.
CSWR – Schedule Groups for Work Program No access
CSWP – Request WP – Scheduling Information No access
OM 12-57 Page 3 of 32
ACTIVITY TYPES/CODES: The activity codes in Client Scheduling are categorized as depicted in the following tables. Please note that there are some new codes (indicated in a bold font) that have been added. (Process
Help Chapter 1.8.9.6 contains more detailed information on how to use these activity codes).
CASE/RFA ACTIVITY TYPES:
Please note that up to 2 appointments can be created for a slot of this type.
CODE DESCRIPTION
EH Eligibility Review/Home
EO Eligibility Review/Office
F1 Postponed FS Interview/Phone
F2 Postponed FS Interview/No Phone
IF ES Intake Interview/Office
IN Intake/No Phone
IO ES Intake Interview/Home
IP ES Intake Interview/Phone
IR ES Intake Interview/2nd
MP ES Intake Interview/2nd Phone
MR ES Eligibility Review/Mail-In
PF Priority Services/FS
PO Priority Services/Other
RN Renewal/No Phone
RP ES Eligibility Review/Phone
RS Resource Specialist Appointment
OM 12-57 Page 4 of 32
PROTECTED ACTIVITY TYPES:
No appointments can be created for the following slots:
CODE DESCRIPTION
BR Break
HP Personal Holiday
IL Sick Leave
JD Jury Duty
LN Lunch
MT Meeting
OT Out of the Office
PH Phone Contact
PT Protected Time
ST Staff Meeting
VA Vacation
OTHER:
Up to 2 appointments can be created for an “FH” or “VS” slot. The WK activity type will be used to track walk-in entries and is not applicable for appointments.
CODE DESCRIPTION
FH Fair Hearing
VS Visitor
WK Walk-in
OM 12-57 Page 5 of 32
PIN INDIVIDUAL & PIN GROUP:
Currently in the mainframe, all PIN activity codes can be used with both individual and group appointments. Within Client Scheduling, PIN activity types will be categorized into “PIN Individual” and “PIN Group” activity codes. PIN Individual codes should be used to schedule appointments with an individual. PIN Group codes should be used to schedule appointments with groups.
Up to 2 appointments can be created for a PIN Individual slot and up to 200 appointments can be created for a PIN Group slot.
EXISTING CODE PIN INDIVIDUAL ACTIVITY TYPE PIN GROUP ACTIVITY TYPE
AS – Assessment AS – Assessment (Individual) N/A
CO – Counseling CO – Counseling (Individual) N/A
PR – Periodic Review
PR – Periodic Review (Individual)
N/A
WI – Work Search Individual
WI – Work Search Individual
N/A
E1 – Enrollment – Initial
E1 – Enrollment – Initial (Individual)
G1 – Enrollment – Initial
(Group)
E2 – Enrollment – 2nd
E2 – Enrollment – 2nd
(Individual)
G2 – Enrollment – 2nd
(Group)
MO – Job Readiness/Motivation
MO – Job Readiness/Motivation (Individual)
GO – Job
Readiness/Motivation (Group)
WR – Work Search Review
WR – Work Search Review (Individual)
GS - Work Search Review
(Group)
GW – General WP Appt
IW – General WP Appt
(Individual)
GW – General WP Appt (Group)
GR – Group Wk Search/Special Wkshp
N/A
GR – Group Wk Search/Special Wkshp
JC - Work Search/Job Club
N/A JC - Work Search/Job Club (Group)
EP – Mandatory Employability
Plan Review (Individual)
N/A
OM 12-57 Page 6 of 32
THE FOLLOWING ACTIVITY TYPES WILL BE OBSOLETE WITH CLIENT SCHEDULING:
REMINDER: Any standard days, slots and appointments created with these activity types will not convert over to CWW. Refer to the section on “Communication Reminders” (pg. 26 of the memo) for more information.
CODE DESCRIPTION
EI ESC Intake Interview
ER ESC Review Interview
CS Client Reg/Scheduled
CW Client Reg/Walk In
GE ES/General
GC Generic Activity
L1 LF Case Mgmnt/Enroll-Initial
L2 LF Case Mgmnt/Enroll-Final
FF Reconciliation/Fact Finding
TR Training Review
CARES: Currently, the ability to create and maintain a staff schedule, as well as manage customer appointments is within the CARES Mainframe system. With the implementation of Client Scheduling in CWW, Client Scheduling in the CARES Mainframe will be limited to query only.
More detailed instructions on using the new Client Scheduling system will be available, prior to implementation in Process Help, Chapter 1.8.
A “Client Scheduling” link will be added to the CWW Navigation Menu under the Worker Tools heading.
There are nine new CWW pages within Client Scheduling. Pages with an asterisk (*) can be accessed directly from the Navigation Menu.
1. Standard Day Assignment*
2. Standard Day Details
3. Calendar*
4. Appointment Details
5. Walk-In Details*
6. Available Slots Search Criteria*
7. Available Slots Search Results
8. Appointments / Walk-ins Search Criteria*
9. Appointments / Walk-ins Search Results
OM 12-57 Page 7 of 32
STANDARD DAY ASSIGNMENT PAGE:
The Standard Day Assignment page can be accessed from the navigation menu and can be used by workers to complete the following tasks:
• Apply a previously created standard day to a particular day of the month
• View their monthly schedule
• Click through to the “Standard Day Details” page to take any of the following actions: o Create a standard day o Modify a standard day o Delete a standard day
o Copy a standard day between workers Page Features:
• The list of Standard days created by a worker and their monthly schedule are all on one page
• Color coding and quick view titles allow for a quick-glance understanding of the monthly schedule.
• Quick access to view another worker’s standard day assignment by entering the worker ID and clicking ‘Go’
Workers will be able to create a monthly schedule up to six months in the future.
OM 12-57 Page 8 of 32
STANDARD DAY DETAILS PAGE:
Workers can access the Standard Details page (see pages 9 and 10) from the Standard Day Assignment page by clicking the Create a Standard Day button or the magnifying glass of the standard day already created.
This page allows workers to set up a recurring schedule using Standard Days that they can apply on the ‘Standard Day Assignment’ page. The Standard Day schedule will then be replicated on the Calendar page. The Standard Day Details page allows workers to create, view, modify, delete or copy a standard day to another worker.
Page Features:
• The page is color-coded and shows a legend for quick-glance referencing
• Activity Types per Slot:
Slots on this page can be created with more than 1 activity code if the worker is flexible with the type of appointments s/he is willing to accept at a particular time. (Please note that this is not applicable for PIN Group slots which will continue to be set up with a maximum of 1 activity type per slot). For Case/RFA/Other type slots and PIN Individual based slots, workers can indicate that they will accept up to 4 activity code types for a slot.
• Number of Appointments per Slot:
o For Case/RFA/Other and PIN Individual slots, workers can allow up to 2 appointments
to be scheduled.
o For Group PIN slots, up to 200 PINs can be scheduled. This can be beneficial for W-2
agencies with enrollment, orientation, job clubs and workshop group sessions.
OM 12-57 Page 9 of 32
Creating a New Standard Day - The Standard Day Details page will be blank and allow information to be filled when creating a new standard day.
OM 12-57 Page 10 of 32
Updating an Existing Standard Day — The Standard Day Details page will load with the information previously entered when viewing an existing standard day.
Group Icon
OM 12-57 Page 11 of 32
CALENDAR:
The Calendar page (seen on page 11), can be directly accessed from the navigation menu and shows several components for easily adding a slot or scheduling an appointment to a slot.
Page Features:
• The Calendar page shows the slots and appointments scheduled for a particular worker
for a particular day (The page will load with the current system date) and are color-coded for easy referencing.
• The column on the right side of the Calendar page provides the following information: o The Mini Calendar shows important CARES dates, for example Adverse Action
and CARES Holidays. Workers can click on a particular date or use the arrows to navigate to a different month.
o The Details section allows workers a quick view of their slot or appointment depending on where the worker clicks on the page. Workers can add a slot through this panel or update details of a slot. They can also click the “Add Appointment” button to schedule an appointment to an existing slot on the “Appointment Details” page (discussed in the next section). If the user has clicked on an appointment, the section will display a quick snapshot of the appointment information.
o The Quick Reference section shows the descriptions for the colors on the page, icons and the activity type descriptions.
OM 12-57 Page 13 of 32
APPOINTMENT DETAILS PAGE:
The Appointment Details page (see pages 14 and 15) can be accessed from the following pages:
• Calendar (By clicking on the “Add Appointment” or “Add Slot and Appointment” button or the magnifying glass icon on an existing Appointment)
• Available Slot Search Results (By selecting a slot and clicking “Next”)
• Appointments/Walk-ins Search Results (By clicking on the magnifying glass icon on an existing appointment in the search result)
Page Features:
• Schedule an appointment
• Make Updates to an existing appointment (Pull in an updated name and phone number from a case; add comments)
• View an existing appointment
• Reschedule an existing appointment to another date/time with the same worker
• Transfer an appointment at the same date/time/location to another worker
• Cancel a scheduled appointment
• The Appointment Details page features a “Go” or “Add” button that will pull in the name and phone number from CWW based on the Case/RFA/PIN entered. o For Case/RFA or Name Only appointments, this page can also be used to record
information of a representative of the primary person when the appointment is scheduled with them.
o For Case/RFA or Name Only appointments, the FoodShare flag if flipped to “Yes” will cause a NOMI to go out on appointments scheduled with certain intake codes (see section on NOMI in the Communication Reminders section) that are not marked as “Seen” by the end of a day.
• Comments can be entered on this page (Please note that these comments will not carry over to case comments)
• This page can be used to preview and locally print correspondence related to an appointment by clicking “Preview the Correspondence” option.
OM 12-57 Page 14 of 32
When accessed for scheduling an appointment, the page will be blank and the worker can enter appointment information.
Note: The comments created in Client Scheduling will NOT be transferred to case comments.
The Individual Details will display either Case/RFA or Name Only or PIN details, depending on the activity type on the slot to which the appointment is being scheduled.
OM 12-57 Page 15 of 32
When the worker accesses the page to view, edit, reschedule, transfer or cancel a scheduled appointment, the page will load with details of the appointment.
The PIN Details section will display when a PIN Individual or PIN Group Based appointment is accessed.
OM 12-57 Page 16 of 32
WALK-IN DETAILS PAGE:
The Walk-In Details page can be accessed from the Navigation Menu or the Appointments/Walk- in Search Criteria page (by clicking on the magnifying glass next to a walk-in search result).
Use the Walk-in Details Page to:
1. Create a walk-in entry for customers who do not have a scheduled appointment for that
day and to view an existing walk-in.
2. Gather various details about the walk-in; if they have an existing Case/RFA or PIN, which programs they are interested in applying or completing a renewal for, or if the walk-in just has general questions.
3. Assign a walk-in to a worker or team of workers.
Page Features:
• A walk-in entry can be assigned to a Worker ID or directly to a Team of Workers. It may
also be created as assigned to no one.
• Users can add comments to the walk-in entry. Please note that these will not carry over to CWW.
• A walk-in entry will always be defaulted to a status of ‘Waiting’.
Creating a new walk-in entry – The page will display blank with location information defaulted from SMUM screen in the CARES mainframe and a default status of “Waiting”.
OM 12-57 Page 17 of 32
Viewing an Existing Walk-in - When viewing an existing Walk-in, the Walk-in Details page will display the information that has been created.
OM 12-57 Page 18 of 32
AVAILABLE SLOTS SEARCH PAGE:
The Available Slot Search Criteria page can be directly accessed from the navigation menu and allows workers to search for available slots using specific search criteria. This page may also be used for planning purposes to see when workers have scheduled vacation, personal time, meetings, etc.
This page has two different sections that work dependently: Slot Criteria and Agency Criteria.
At a minimum, the worker must select an Activity Type from the Slot Criteria dropdown menu
from the Slot Criteria section and at least one Search By selection from Agency Criteria section. Page Features:
• Workers can save criteria entered on this page using the Save Search Criteria. In order to
restore the default criteria, they can click on the “Restore to Default Search Criteria” button.
• Search for slots can be done for a worker, location, office, county, county level team, consortium or consortium level team
OM 12-57 Page 19 of 32
AVAILABLE SLOTS SEARCH RESULTS PAGE:
By clicking “Go” on the Available Slots Search Criteria page, the worker will navigate to the Available Slots Search Results page. The page has two sections:
• Search Criteria - displays criteria selected on the Available Slots Search Criteria page.
• Search Results - displays the first 250 slots that match the specific criteria selected. By selecting a radio button and clicking next, the worker will navigate to the Appointment Details page to complete scheduling an appointment.
Please Note: If the worker is searching for slots in the past, the radio button will be disabled. The radio button against a slot will also be disabled, if the worker does not have update access to the office of the slot.
OM 12-57 Page 20 of 32
APPOINTMENTS/WALK-INS SEARCH CRITERIA PAGE:
The Appointments/Walk-ins Search Criteria page (seen on page 21) can be accessed from the navigation menu and allows workers to search for existing appointments and walk-ins. Two common uses for the page are:
• Searching for a particular appointment
• Searching for a wide range of appointments or walk-ins scheduled for the day The page has two sections that work independently of each other: Individual Search and Appointment/Walk-ins Advanced Search.
• The Individual Search section allows workers to search by an Individual/Representative or
by Case/RFA/PIN.
• The Appointment/Walk-ins Advanced Search section allows workers to search for multiple activity codes, dates, times and locations.
By clicking ‘Go’ on the Appointments/Walk-ins Search Criteria page, the worker will navigate to the Appointments/Walk-ins Search Results page where the results of the search will be displayed.
Page Features:
• Workers can save the search criteria of their choice using the “Save Search Criteria”
button.
• Search for Appointments & Walk-ins can be done for a worker, location, office, county, county level team, consortium and consortium level team.
• Workers can view and select Appointment/Walk-ins or have the system display a count of the Appointment/Walk-ins meeting the search criteria.
OM 12-57 Page 22 of 32
APPOINTMENTS/WALK-INS SEARCH RESULTS PAGE:
This page will load depending on the search criteria selected on the Appointments/Walk-ins Search Criteria page.
Using the Customer Search, CWW will display past and future appointments for that Individual or Case/RFA/PIN.
Using the Appointment/Walk-ins Advanced Search criteria, CWW will display all the appointments and/or walk-ins that meet the specific criteria.
By clicking a magnifying glass, workers will navigate to the Appointment Details page or Walk-In Details page.
The worker can take action on the Appointments/Walk-ins Search Results page to check-in an appointment or to mark a walk-in or appointment as Seen or Abandoned. Abandoned would be used if someone did not complete their interview or appointment, after they have been checked in or marked as ‘Seen’.
Check-in
Seen
Abandoned
The ‘Assigned To’ column on this page will indicate if a walk-in entry has been assigned to a team or a worker. (Please note that appointments will always be assigned to a worker)
Clicking the ‘Refresh’ button will re-load the first page of results with the same criteria used on the previous search. The page will load with any changes or updates that have been completed on appointments or walk-ins.
Refresh button
OM 12-57 Page 23 of 32
Past appointments and walk-ins will be displayed as read-only. The worker can expand the Activity Types and Additional Criteria in order to view the search criteria used to produce the Search Results.
TRAINING:
• Training on how to access and utilize Client Scheduling will be available prior to implementation.
• Client Scheduling is currently available in the CWW Training Environment for practice.
• The Client Scheduling Training will consist of:
o A printable training document describing the new system and its functions. This document can be found on the DHS Learning Center.
o Process Help Chapter 1.8 Client Scheduling. o Recorded Demonstrations on how to use Client Scheduling can be found on the
DHS Learning Center.
OM 12-57 Page 24 of 32
COMMUNICATION REMINDER: The CARES Call Center has sent multiple messages to the CARES and Policy Coordinators in preparation for the mainframe to CWW Client Scheduling transition. Workers must take the action outlined in this communication prior to November 9
th 2012.
The information is included below:
IMPORTANCE OF ACCURATE WORKER LOCATION ON SMUM:
With the implementation of Integrated Client Scheduling it is important that all active CWW workers that will be utilizing Client Scheduling have the correct default location code referenced on their SMUM screen in the CARES mainframe.
OBSOLETE ACTIVITY TYPES AND CODES:
With the implementation of Client Scheduling, the following Client Scheduling codes and notices will be obsolete:
Current
Activity
Type
Notice
Action
Code
Notice Type Activity Type Description
EI CSLR N/A ES Intake Interview
ER CSLS N/A ESC Review Interview
CS N/A N/A Client Reg/Scheduled
CW N/A N/A Client Reg/Walk In
GE CSL8 IM Only ES Interview Appt
GC N/A N/A Generic Activity
L1 CSLL W-2/FSET LF Case Mgmnt/Enroll-Initial
L2 CSLM W-2/FSET LF Case Mgmnt/Enroll-Final
FF CSLH W-2/FSET Reconciliation/Fact Finding
TR CSL9 W-2/FSET Training Review
IMPORTANT NOTE:
• No slots or appointments created with the codes above will be transitioned to the new system.
• No standard days that contain slots created with the codes above will be transitioned to the new system.
• Please update no later than November 9th any existing slots and appointments that
contain any of the above codes to a valid Activity Type/Code prior to implementation.
OM 12-57 Page 25 of 32
VALID ACTIVITY CODES EFFECTIVE NOVEMBER 12, 2012:
The following chart indicates which activity codes and letters will be available to users in the new Client Scheduling system along with updated descriptions and notice types. Note that the new codes will be available to workers after implementation on November 12, 2012 for workers to
update standard days and slots. The new codes are displayed in a bold font within the table.
CLIENT SCHEDULING CORRESPONDENCE REFERENCE TABLE
Current
Activity
Type
Notice
Action
Code
Notice Type Activity Type
Description
Pre-Requisites/Notes NOMI Applicable?
Is a NOMI sent for a
missed FoodShare
appointment of this
activity type?
IM ONLY & SHARED ACTIVITY CODES/CORRESPONDENCE
EH CSLC Shared (CC/FS/W-2)
Eligibility Review/Home
Case or RFA Number required.
No
EO CSLD Shared (CC/FS/W-2)
Eligibility Review/Office
Case or RFA Number required.
No
IF CSL1 Shared (CC/FS/W-2)
ES Intake Interview/Office
Case or RFA Number required.
Yes
PF CSL1 Shared (CC/FS/W-2)
Priority Services/FS
Case or RFA Number required.
Yes
IO CSL2 Shared (CC/FS/W-2)
ES Intake Interview/Home
Case or RFA Number required.
Yes
IP CSLP Shared (CC/FS)
ES Intake Interview/Phone
Case or RFA Number required; Phone Number Required on Case/RFA
Yes
IR CSL3 Shared (CC/FS/W-2)
ES Intake Interview/2nd
Case or RFA Number required.
Yes
F1 CSLT IM Only (FS) Postponed FS Interview/Phone
Case Number Required; Phone Number Required on Case/RFA (This activity type should only be used for a case with expedited FS benefits with a current filing date and not for an RFA or case without FS or case with old filing dates)
Yes
F2 CSLU IM Only (FS) Postponed FS Interview/No Phone
Case Number Required. (This activity type should only be used for a case with expedited FS benefits with a current filing date and not for an RFA or case without FS or case with old filing dates)
Yes
OM 12-57 Page 26 of 32
Current
Activity
Type
Notice
Action
Code
Notice Type Activity Type
Description
Pre-Requisites/Notes NOMI Applicable?
Is a NOMI sent for a
missed FoodShare
appointment of this
activity type?
IM ONLY & SHARED ACTIVITY CODES/CORRESPONDENCE
MP CSLQ Shared (CC/FS)
ES Intake Interview/2nd Phone
Case or RFA Number required; Phone Number Required on Case/RFA
Yes
RP CSLO Shared (CC/FS)
ES Eligibility Review/Phone
Case or RFA Number required; Phone Number Required on Case/RFA
No
WORK PROGRAM ACTIVITY CODES/CORRESPONDENCE (PIN BASED)
AS CSLA W-2/FSET Employment Goals (Individual)
PIN Required; WP System Status Code is updated from Referred to Scheduled
No
CO CSLA W-2/FSET Employment Goals (Individual)
PIN Required; WP System Status Code is updated from Referred to Scheduled
No
E1 CSL4 W-2 Only Enrollment – Initial (Individual)
PIN Required; Individual should be referred to W-2
No
CSL5 FSET Only PIN Required; Individual should be referred to FSET
CSLI W-2/FSET PIN Required;
G1 CSL4 W-2 Only Enrollment –
Initial (Group)
PIN Required;
Individual should be
referred to W-2
No
CSL5 FSET Only PIN Required;
Individual should be
referred to FSET
CSLI W-2/FSET PIN Required;
E2 CSL6 W-2 Only Enrollment - 2nd (Individual)
PIN Required; Individual should be referred to W-2
No
CSL7 FSET Only PIN Required; Individual should be referred to FSET
CSLI W-2/FSET PIN Required;
G2 CSL6 W-2 Only Enrollment -
2nd (Group)
PIN Required;
Individual should be
referred to W-2
No
CSL7 FSET Only PIN Required;
Individual should be
referred to FSET
CSLI W-2/FSET PIN Required;
OM 12-57 Page 27 of 32
Current
Activity
Type
Notice
Action
Code
Notice Type Activity Type
Description Pre-Requisites/Notes NOMI Applicable?
Is a NOMI sent for a
missed FoodShare
appointment of this
activity type?
GR CSLJ W-2 Only Work Search (Group)
PIN Required No
GW CSLI W-2/FSET Participation Appt. (Group)
PIN Required No
IW CSLI W-2/FSET Participation
Appt.
(Individual)
PIN Required No
JC CSLG W-2/FSET Job Club (Group)
PIN Required No
MO CSLK W-2/FSET Employment Goals (Individual)
PIN Required No
GO CSLK W-2/FSET Employment
Goals (Group)
PIN Required No
PR CSLB W-2/FSET Employability Plan Review (Individual)
PIN Required No
WI CSLF W-2/FSET Work Search (Individual)
PIN Required No
WR CSLE W-2 Only Work Search Review (Individual)
PIN Required No
GS CSLE W-2 Only Work Search
Review (Group)
PIN Required No
SCHEDULABLE ACTIVITY CODES – NO CORRESPONDENCE GENERATED
FH N/A N/A Fair Hearing May be scheduled with Customer Name Only or Name Plus Case/RFA
No
MR N/A N/A ES Eligibility Review/Mail-In
Case or RFA Number required.
No
PO N/A N/A Priority Services/Other
Case or RFA Number required.
No
VS N/A N/A Visitor May be scheduled with Customer Name Only or Name Plus Case/RFA
No
PROTECTED ACTIVITY CODES-NOT SCHEDULABLE/NO CORRESPONDENCE GENERATED
BR N/A N/A Break No
HP N/A N/A Personal Holiday No
IL N/A N/A Sick Leave No
JD N/A N/A Jury Duty No
LN N/A N/A Lunch No
MT N/A N/A Meeting No
OT N/A N/A Out of the Office No
OM 12-57 Page 28 of 32
Current Activity
Type
Notice Action
Code
Notice Type Activity Type Description
Pre-Requisites/Notes NOMI Applicable? Is a NOMI sent for a
missed FoodShare
appointment of this
activity type?
PH N/A N/A Phone Contact No
PT N/A N/A Protected Time No
ST N/A N/A Staff Meeting No
VA N/A N/A Vacation No
New Activity Codes and Correspondence within Client Scheduling
CSMI IM Only NOMI-Notice of
Missed
Interview
FoodShare flag on
Appointment should
be set to 'Yes' and
Activity Type of
Appointment should
be marked as 'YES'
in the NOMI
Applicable column.
For appointments
that are not marked
as “Seen” by the end
of the day and have a
RFA/Case with an
active filing date, a
NOMI letter will be
sent.
N/A
IN CSPI IM Only Intake - No
Phone
Case or RFA Number
required.
Yes
RN CSPR IM Only Renewal - No
Phone
Case or RFA Number
required.
No
EP CSEP W-2 Only Mandatory
Employability
Plan Review
PIN Required
No
WK N/A N/A Walk-in This code is used to
track walk-in entries
and can be displayed
on the
Appointments/Walk-
ins Search Results
page. No
appointments will be
scheduled to this
code.
No
RS N/A N/A Resource
Specialist
Appointment
Case or RFA Number
required.
No
WALK-INS:
The codes CW and CS will be obsolete and will be replaced by a new process to record and track walk-ins. More information will be provided in Training and Process Help.
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NOMI (NOTICE OF MISSED INTERVIEW):
The new Client Scheduling system will send out an automated NOMI (Letter Code = CSMI) for FoodShare interview appointments (scheduled with any of the activity codes mentioned in the table below) that are not marked as “seen” by the end of the day.
F1 (Postponed FS Interview/ Phone)
F2 (Postponed FS Interview/No Phone)
IN (Intake - No Phone)
MP (ES Intake Interview/2nd Phone)
IR (ES Intake Interview / 2nd)
IP (ES Intake Interview Phone)
IO (ES Intake Interview Home)
PF (Priority Services/FS)
IF (ES Intake Interview/Office)
Training and Process Help 1.8.9.6 provides details of the Automated NOMI process.
START/END TIMES ON SLOTS, APPOINTMENTS & STANDARD DAYS:
Please update existing standard days and slots to reflect these limitations prior to implementation:
• All existing slots and appointments and standard days must meet defined begin/end time
requirements. They must be between the hours of 6:00 AM and 9:00PM.
• Each appointment must begin at the quarter hour (on the hour: 00, quarter after hour: 15, half past hour: 30 or at: 45) or they will not successfully transitioned.
STANDARD DAYS:
• Effective at implementation each worker will be limited to the first 10 standard days. Workers with more than 10 standard days should review the standard days that they currently have set up and choose only 10 to retain. Only the first 10 valid standard days
will be carried over, for every user into Client Scheduling.
• Valid standard days do not contain slots with any of the obsoleted codes mentioned under OBSOLETE ACTIVITY TYPES AND CODES.
• Valid standard days have slots with start/end times between 6:00AM– 9:00PM and start and end at times of: 00, :15, :30 or :45.
Failure to update existing standard days and appointment slots to reflect these limitations prior to implementation will prevent your schedule and standard days from converting to the new system.
NOTICE TO AGENCIES USING ROUND ROBIN/UNIT SCHEDULING:
With the implementation of Client Scheduling in November, Unit (Round Robin) Scheduling will be obsolete. In preparation for this move, agencies must move all appointments scheduled through unit/round robin, occurring on or after November 9
th, 2012, to individual workers
calendars. Workers will have to set up CSSD (Standard Days) and CSMS (Worker Monthly
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Schedule ) in CARES mainframe by November 9th, 2012, to enable the appointments to transition
to the new system. It is not necessary to delete the unit/round robin schedules from November 9th
and beyond, as they will not transition to the new system. Client Scheduling will offer a new feature of scheduling customers to available slots created by workers within a “team”. More information and instruction will be provided through training, Process Help 1.8 and Ops Memo 12-42, Team Management.
Note: Additional team functionality to support the new W-2 geographical areas will be available in CWW on January 1, 2013. W-2 agencies should not utilize the team
functionality that is available under the County or IM Consortium options. Workers with a
W-2 profile type will not have access to use or change any teams created under County or IM Consortium as of January 1
when changes will be made in CWW in preparation for
the W-2 2013 Contract. Additional information will be released through an Operations Memo, when the new functionality is available for W-2 geographical areas.
NOTICE TO AGENCIES REGARDING DOUBLE BOOKING OF APPOINTMENTS:
With the implementation of Client Scheduling, all Case/RFA/Other and PIN Individual Slots will allow up to 2 appointments per slot. Agencies must ensure that all appointments scheduled to Case/RFA/Other and PIN Individual Slots have no more than 2 appointments booked per slot. All appointments over 2 will need to be redistributed across worker’s calendars so that no slot has more than 2 appointments scheduled to it. Please find the list of applicable activity codes below:
Please note that up to 2 appointments can be created for a slot(s) of the following activity types.
Activity Type Category CODE DESCRIPTION
Case/RFA EH Eligibility Review/Home
EO Eligibility Review/Office
F1 Postponed FS Interview/Phone
F2 Postponed FS Interview/No Phone
IF ES Intake Interview/Office
IO ES Intake Interview/Home
IP ES Intake Interview/Phone
IR ES Intake Interview/2nd
MP ES Intake Interview/2nd Phone
MR ES Eligibility Review/Mail-In
PF Priority Services/FS
PO Priority Services/Other
RP ES Eligibility Review/Phone
Other FH Fair Hearing
VS Visitor
PIN Individual AS Assessment (Individual)
CO Counseling (Individual)
PR Periodic Review (Individual)
WI Work Search (Individual)
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MOST RECENT COMMUNICATION:
Below is the most recent communication sent on October 15th
2012, from the CARES Call Center to CARES and Policy Coordinators, the Consortia Operational Leads, Tribal IM Agencies and State CC List with the “Top 5 Actions to take before iCS.” This list is a summary of the Communication Reminders listed above.
Top 5 Actions to take before iCS
1. Standard Days - With iCS, all users will be able to create a maximum of 10 standard days per user. In order to prepare for the transition, please delete all standard days that you do not need to transition over and retain only your top ten standard days. Alternatively you can renumber your ten most commonly used standard days from 1-10.
2. Start Time/End Time – Ensure that the slots you create on your standard days (CSSD) or
daily schedule (CSDS) or the appointments you schedule using the appointment scheduler (CSAS) or add on to your daily schedule (CSDS) are on the hour, 15 minutes past, 30 minutes past or 45 minutes past the hour (:00, :15, :30, :45) and are between 6:00AM and 9:00PM.
3. Obsolete Activity Codes – Make sure you are not creating any slots on your standard
days (CSSD) or daily schedule (CSDS) or scheduling any appointments using the following activity codes because they will become obsolete with iCS:
CODE DESCRIPTION
EI ESC Intake Interview
ER ESC Review Interview
CS Client Reg/Scheduled
CW Client Reg/Walk In
GE ES/General
GC General Activity
L1 LF Case Mgmnt/Enroll-Initial
L2 LF Case Mgmnt/Enroll-Final
FF Reconciliation/Fact Finding
TR Training Review
4. Scheduling more than 2 Appointments – With iCS all Case/RFA/Other and PIN Individual type of slots can only have up to 2 appointments. Please check to see if you have been scheduling more than 2 appointments to slots created with any of the activity codes in the adjacent table:
5. Location / Office Access – Ensure that all workers at your agency have the correct
location set up on the SMUM screen and have access to all the offices they need access to on the SMWP screen including the office of their default location.
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Activity Type
Category
CODE
DESCRIPTION
Case/RFA EH Eligibility Review/Home
EO Eligibility Review/Office
F1 Postponed FS Interview/Phone
F2 Postponed FS Interview/No Phone
IF ES Intake Interview/Office
IO ES Intake Interview/Home
IP ES Intake Interview/Phone
IR ES Intake Interview/2nd
MP ES Intake Interview/ 2nd
Phone
MR ES Eligibility Review/Mail-In
PF Priority Services/FS
PO Priority Services/Other
RN Renewal/No Phone
RP ES Eligibility Review/Phone
Other FH Fair Hearing
VS Visitor
PIN Individual AS Assessment (Individual)
CO Counseling (Individual)
PR Periodic Review (Individual)
WI Work Search Individual
CONTACTS: BEPS CARES Information & Problem Resolution Center
For W-2 Policy Questions in the Balance of State: Bureau of Regional Operations, W-2 Regional Coordinators.
For W-2 Policy Questions in Milwaukee: Milwaukee Operations Section Regional Administrators.
For W-2 CARES processing Questions: W-2 Help Desk
*Program Categories – FS – FoodShare, MA – Medicaid, BC+ – BadgerCare Plus, SC – Senior Care, CTS – Caretaker Supplement, CC – Child Care, W-2 – Wisconsin Works, FSET – FoodShare Employment and Training, BC+ Core – BadgerCare Plus Core, CF – Children First, EA – Emergency Assistance, JAL – Job Access Loan, JC - Job Center Programs, RAP – Refugee Assistance Program, WIA – Workforce Investment Act, Other EP – Other Employment Programs.
DHS/DHCAA/BEPS/LA DCF/DFES/BWF/JK
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